eMaint CMMS Helps Troy Design & Manufacturing Improve Customer Satisfaction

Customer Since: 2012 | Industry: Manufacturing

Troy Design & Manufacturing works on all phases of vehicle development, including design and manufacturing of automotive prototypes and stamping. In early 2012, the company implemented eMaint. Using MX Mobile, the company ensued work orders were completed swiftly and efficiently through phone notifications and company intranet. eMaint also assisted in improving customer satisfaction, sustaining the company’s 96% work completion rate, and elimination of paper work orders.

  • Improved Customer Satisfaction By Increasing Communication

  • Eliminated Paper Orders By Reducing Time on Data Entry

  • Increased Visibility With Reports & Dashboards


Troy Design & Manufacturing (TDM), headquartered in Redford, Michigan, was founded in the early 1980s as a stamping engineering and sheet metal prototype supplier. After the company was purchased by Ford Motor Company in 1999, it became involved in all phases of vehicle development, including design and manufacturing of high quality automotive prototype and stamping. Along with its headquarters, TDM has three additional facilities in Michigan and Illinois.


Prior to implementing eMaint CMMS, TDM was managing maintenance through two paper-based systems: one that generated PMs (MP2), and one that managed work requests. The TDM IT department was tasked with finding one system that was easy to use, paperless and mobile compatible. eMaint CMMS was implemented in February 2012 and both the Facilities and IT teams wasted no time in getting the system into place.


TDM began implementation by having eMaint migrate all data from MP2 and their previous work request system, including assets, PMs and work history. Smartphones were purchased for all maintenance technicians to access eMaint MX Mobile. With safety as a company-wide priority, eMaint CMMS is used to ensure that safety work orders are completed quickly and efficiently through phone notifications. Other work requests are submitted by over 300 requestors through a link on their company intranet. Calibrations are also managed through eMaint to meet quality standards. High-level visibility from a corporate perspective is another priority of TDM, so a “roll-up” account was setup with a consolidated dashboard of data from all four facilities.

eMaint CMMS is also utilized to improve and measure TDM customer satisfaction. When a customer request is submitted through the request area, it is automatically approved and an auto-generated confirmation email is sent out, along with additional follow-up emails. A customer satisfaction survey, developed by Facilities Manager Bill Geal, is also automatically sent at random to 2 out of 10 customers who submitted a corrective work order.


  • Auditors were “blown away” with their preparation for ISO 9001 and ISO 14001 recertification audits
  • Sustain a 96% work completion rate
  • Improved customer satisfaction through increased communication and survey
  • Eliminated paper work orders and reduced time spent on data entry
  • Increased corporate-wide visibility through roll-up accounts, reports and dashboards
  • Decreased work order completion times

“Everything is very visible. That’s one of the great things about eMaint CMMS. Utilizing the reporting function has helped us better manage maintenance at our four locations, and has made the auditing and certification process much less painful.”

Bill G., Facilities Manager, Troy Design & Manufacturing